Loyalty Ambassador

Omni Hotels & Spas•Nashville, TN

7d•Onsite

About The Position

Responsible for developing proactive personal, professional relationships with Select Guests members, acting as an advocate and point of contact for all Select Guests. The objective of all positions is to effectively provide the services personally, or to immediately refer requests to the appropriate department manager. The following is a summary of the major responsibilities of the position.

Requirements

Must possess strong communication, presentation, training, and organizational skills.
Must possess excellent customer service, upselling, communication, and problem-solving skills.
Must maintain a professional business appearance, attitude, and level of performance.
Must be able to work a variety of shifts, including weekends and holidays.
Prior customer service experience is required, preferably within the hotel industry.
Must be able to obtain a State of Tennessee Alcoholic Beverage Commission server permit before the date of hire.

Responsibilities

Facilitate the Select Guest program and ensure Select Guest needs and requests are met.
Make, change, and cancel reservations.
Handle mail and correspondence.
Process confirmations and 800-number reservations as needed.
Maintain the Select Guest database, including profiles containing guests’ preferences.
Ensure the proper handling of Select Guest and VIP reservations through communication with the hotel’s operational departments.
Place reserved special items and amenities in guestrooms for Select Guests.
Execute assigned tasks using Microsoft Office and the Internet.
Be familiar with all systems and equipment related to the Front Office, including Opera, Alice, Synergy, SALTO, two-way radio dispatch, and the ISD fire panel.
Be familiar with all hotel rate plans and rate codes and understand the hotel’s rate strategy when making rate changes for guests.
Serve as an ambassador for the hotel to build and maintain a loyal customer base.
Be thoroughly acquainted with all check-in and check-out procedures and policies.
Protect confidential guest information and guestroom key access in accordance with Front Office standard operating procedures.
Respond to any reasonable task assigned by management.
Assist guests in locating other areas of the hotel and, when possible, escort them to their destination.
Be familiar with parking validation procedures.
Develop and maintain positive working relationships with others, support the team in reaching common goals, and listen and respond appropriately to employees’ concerns.
Ensure adherence to quality expectations and standards.
Identify, recommend, develop, and implement new ways to increase organizational efficiency, productivity, quality, safety, and cost savings.
Be pleasant, smile, and greet all guests, using surnames when known.
Maintain Four Diamond standards of guest service.
Actively engage with guests, identify and meet their needs, and aim to exceed expectations at every opportunity.
Be familiar with local attractions and businesses, recommending on-site venues first.
Be familiar with all hotel facilities and amenities.
Understand the interrelationship among the hotel’s departments.
Understand the importance of the hotel’s Medallia scores.
Practice proper telephone etiquette, answering the phone with a smile in your voice.
Follow all company policies and procedures.
Maintain a clean uniform and professional personal appearance.
Maintain the confidentiality of proprietary information and protect company assets.
Follow all company safety and security policies and procedures.
Report accidents, injuries, and unsafe working conditions.
Complete all required safety training and certifications.
Deliver personalized, memorable guest experiences by utilizing the Power of One.
Perform other duties and special projects as assigned by the management team.
Develop relationships with Select Guests and serve as their primary point of contact for hotel- and program-related questions.
Create personalized, memorable experiences for Select Guests throughout their stay.
Welcome Select Guests upon arrival and ensure all their requests and needs are met.
Resolve Select Guest concerns or issues and communicate special requests and needs to the appropriate hotel departments.
Arrange Select Guest and special-occasion amenities through In-Room Dining.
Conduct Loyalty Program training for Front Office and other hotel associates.
Conduct monthly Loyalty Program meetings with relevant hotel associates.
Promote the Select Guest program to guests who are not currently members.
Maintain Select Guest product and amenity inventories.
Conduct guestroom inspections before Select Guest arrivals.
Assist with Front Office operations as needed.
Create unique, personalized “WOW” moments at every opportunity.